Angelia Brockman
Wesley Chapel,FL
Summary
Skilled Worker learns new processes quickly and adapts to customer and company needs. Considered a team player with exemplary multitasking skills with a record of providing high-quality support. Hardworking, focused and diligent with good people and problem-solving abilities. Pursuing role where hard work and dedication will be highly valued.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative
Hillsborough County Tax Collector
Tampa, FL
01.2024 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Managed approximately 70 incoming calls, emails and faxes per day from customers.
Sr. Claims/ Customer Care Specialist-Remote
DXC Technology
Tampa, FL
11.2016 - 01.2024
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Interviewed agents and claimants to correct errors or omissions and investigate questionable claims.
- Trained and coached new call center team members on computer systems and customer service strategies.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology and procedures and HIPAA regulations.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific solutions.
Claims Processor
Metlife
Tampa, FL
02.2014 - 10.2016
- Maintained knowledge of benefits claim processing, claims principles, medical terminology and procedures and HIPAA regulations.
- Managed large volume of medical claims on daily basis.
- Paid or denied medical claims based upon established claims processing criteria.
- Evaluated accuracy and quality of data entered into agency management system.
- Collaborated with claims department and industry anti-fraud organizations to resolve claims.
Member Service Advocate
New York Life Insurance Co
Tampa, FL
01.2013 - 01.2014
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific solutions.
- Delivered prompt service to prioritize customer needs.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
Enrollment Representative
Sanford Brown Institute
Tampa, FL
01.2010 - 01.2012
- Provided financial aid counseling to enrolled and prospective students.
- Investigated issues and created solutions for new customers.
- Conducted financial screening and documentation gathering for clients to determine qualification for payment programs.
- Fostered new business relationships through inbound lead follow-up.
- Conversed effectively with various departments on daily basis using polished interpersonal and active listening skills
Education
High School Diploma -
King High School
Tampa, FL 01.1989 - 02.1993
Skills
Complaint resolution
Documentation review
Conflict resolution
Documentation research
Data entry
Claims processing
Computer proficiency
References
Available Upon Request
Timeline
Customer Service Representative
Hillsborough County Tax Collector
01.2024 - Current
Sr. Claims/ Customer Care Specialist-Remote
DXC Technology
11.2016 - 01.2024
Claims Processor
Metlife
02.2014 - 10.2016
Member Service Advocate
New York Life Insurance Co
01.2013 - 01.2014
Enrollment Representative
Sanford Brown Institute
01.2010 - 01.2012
High School Diploma -
King High School
01.1989 - 02.1993
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